YASH RANA

Customer service and operations management professional with over 9 years of experience, an expert in driving customer service quality and operational efficiency. Key achievements include leading the global launch of the chat support process for Mira Showers, and spearheading the design and implementation of a QA framework for the US process. Seeking an Assistant Manager position at a forward-thinking company, where I can bring my customer service and operations management skills to support your mission of enhancing customer satisfaction and operational efficiency.

• ISO Certified, Led the US and UK Customer Care as per ISO guidelines – ISO 9001.
• GLINT Survey, Achieved a team engagement score of 90% in Glint survey, reflecting high levels of trust, collaboration, and leadership effectiveness.
• Global Chat Process Launch – Mira Showers, Successfully led the global launch of the chat support process for Mira Showers, ensuring seamless implementation, stakeholder alignment, and enhanced customer experience across regions.
• Quality Assurance Framework – US Process, Identified the need for a QA framework and spearheaded its design and implementation, including training, auditing, and creating a dynamic QA form on Power BI as part of continuous improvement initiatives.

Pilot Launch Initiative - Mira Showers, 11/01/21, 12/01/24, Pune, Maharashtra, Collaborated with UK stakeholders to drive process improvements and conducted quality audits to ensure compliance with UK standards during the Pilot Launch Initiative – Mira Showers.

• English, Native
• Hindi, Native

Title: Assistant Manager